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Senior Customer Care Advocate
1WorldSyncUnited Statesfull_timeVerifiedPosted 25 Oct 2024
About the role
Are you a successful customer care professional with a passion for excellence? Do you have experience managing multiple, high-value clients, with a proven track record of delivering exceptional results? Good news! 1WorldSync is looking for a Senior Customer Care Advocate to join our team.
1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Senior Customer Care Advocate to support our growing global team.
Reporting directly to our Manager, Customer Care US, the Senior Customer Care Advocate will play a key role on the Customer Experience Team to provide an outstanding customer care experience across all 1WorldSync products and services. We are searching for a highly organized customer advocate with a passion for excellence in the organization, delivery and management of specialized, one-to-one support for key accounts. The objective of the customer care team will be supplying a combination of customer support and business development activities to high revenue, potentially high revenue or strategically important customers. The end goal being to maximize customer satisfaction and optimize renewal rate and facilitate upsell opportunities.
As Senior Customer Care Advocate at 1WorldSync, responsibilities include the following:
1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Senior Customer Care Advocate to support our growing global team.
Reporting directly to our Manager, Customer Care US, the Senior Customer Care Advocate will play a key role on the Customer Experience Team to provide an outstanding customer care experience across all 1WorldSync products and services. We are searching for a highly organized customer advocate with a passion for excellence in the organization, delivery and management of specialized, one-to-one support for key accounts. The objective of the customer care team will be supplying a combination of customer support and business development activities to high revenue, potentially high revenue or strategically important customers. The end goal being to maximize customer satisfaction and optimize renewal rate and facilitate upsell opportunities.
As Senior Customer Care Advocate at 1WorldSync, responsibilities include the following:
- Act as the primary point of contact and internal customer advocate for Platinum, Gold and strategic customers
- Ensure customers maximize the full use of 1WorldSync products and services, while identifying areas of growth and be able to speak to the health of their business
- Align customer objectives to 1WorldSync services and activities to facilitate a healthy business through ongoing account governance
- Ensure customers are receiving an appropriate level of care according to the standard of their business
- Act as subject matter expert in all 1WorldSync products and services as applicable to a customers unique business needs
- Partner with internal teams to facilitate customer contract renewals, identify upsell opportunities, and monitor overall customer health including answering customer inquiries and meeting the SLAs
- Document critical business processes and issue resolution path and implement refinements as needed
- Work closely with internal stakeholders to drive efficient processes and align all 1WorldSync services under a single point of contact for the Customer Care team
- Manage first line customer support via customer care team to analyze and delegate deeper issues to appropriate internal team(s) via Jira ticketing system
- Collaborate closely with Account Executives on defining our customer’s long-term business strategy and organize and manage Quarterly Business Reviews (QBRs) along with ongoing success metrics
- Actively participate in the 1WorldSync Customer Community
- Maximize efficiencies to reduce operational costs
- Act as the voice of the customer
- Bachelor’s degree or equivalent job experience
- 7+ years experience managing high-value clients in the technology or SaaS industry, preferably Enterprise level accounts as an account manager / program manager or digital marketing manager
- 3+ years ecommerce, retail partner network or syndication experience
Desired Skills and Experience:
- Preferred 1+ years of experience with Jira or other ticketing software
- Excellent analytical and interpersonal skills
- Exceptional oral and written communication skills, presentation skills, and the ability to speak with people of various social, cultural, economic, and educational backgrounds
- Ability to speak to an executive level audience with confidence and communicate complex technical programs in a conversational way
- Experience in Ecommerce or channel partner programs
- Ability to analyze and interpret data into meaningful narratives and actionable outcomes
- Strong knowledge of Microsoft Office and Google Workspace applications
- Experience with CRM software (1WorldSync uses NetSuite)
- Ability to receive and assimilate constructive feedback and keep cool under pressure
- Knowledge of the competitive landscape, B2
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